Customer Implementation Manager, North America
Customer Implementation Manager, North America
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What You Can Expect:
- Analyze and assess operational and process requirements for new and existing customers within the Air & Ocean North America business unit.
- Develop and document implementation and process improvement solutions, supported by structured project plans and timelines.
- Design, document, and present customized Standard Operating Procedures (SOPs) and internally defined Implementation Operating Procedures (IOPs) in collaboration with cross-functional stakeholders.
- Review KPIs and execution performance, proactively identifying gaps and recommending corrective actions to ensure operational excellence.
- Actively participate in customer meetings, regular performance reviews, and RFQ evaluations alongside Account Executives.
- Define and coordinate customer process and IT solutions in close partnership with the Air & Ocean Network and IT teams.
- Ensure operational readiness by coordinating training and alignment sessions with customers, vendors, operations, and internal teams.
- Prepare and deliver weekly and monthly project status updates to key internal and external stakeholders.
- Lead formal implementation sign-off processes with Operations, Customer Service, Branches, Control Towers, and other relevant teams.
- Ensure all activities are conducted in full compliance with Rhenus corporate policies, values, and regulatory requirements.
What You Bring:
- Excellent communication and presentation skills, with the ability to convey complex operational and technical concepts clearly to both internal and external stakeholders.
- Fluency in English, both written and verbal; bilingual capabilities are considered a strong asset.
- Proven ability to work independently and collaboratively with an entrepreneurial mindset, combining consultative client engagement with hands-on execution.
- Strong attention to detail, with solid operational knowledge of both Air and Ocean freight forwarding processes.
- Willingness and ability to travel regularly, including on-site customer visits, to support implementation and relationship management activities.
- Demonstrated ability to perform effectively under time pressure, manage competing priorities, and navigate obstacles to achieve implementation objectives.
- Experience working in cross-functional, matrixed environments involving operations, IT, sales, and network partners.
- Strong project management and organizational skills, with the ability to structure implementation plans, manage timelines, and track deliverables.
- Analytical mindset with the ability to interpret KPIs, identify gaps, and recommend process improvements.
- Customer-focused approach with a strong commitment to service quality, continuous improvement, and long-term partnership building.
Candidatura gestionada por Rhenus Logistics